We’re sorry to hear that your order is lost, we’re here to help!
In the event of a lost parcel, please ensure before lodging an enquiry with Alphaline you have checked your delivery times and that your order is at least 2 business days past your expected delivery.
If your order is outside of its delivery time and receiving no tracking updates, please contact us at firstname.lastname@example.org and we will lodge an investigation for you with your elected courier service. Please note this process can take up to 2 business days to initiate and up to 7 business days to investigate thoroughly. In the event of a lost parcel by fault of the courier, we will reimburse or replace your order once an investigation has been closed.
We aim to process orders super quickly in our warehouse so usually we cannot change orders placed. However you can contact our friendly customer service team via live chat, email or DM and we will try our best to assist you.
If we can’t assist with cancelling or changing your order in time, our returns policy is super easy (and yes we do refunds!).
At Officialphaline we are happy to offer a 30 day return policy for change of mind.
To initiate a return please email email@example.com with your order number, product name/colour/size and reason for return and a member of our team will be in contact with a Returns Authorisation number and Returns Form to lodge your return.
Successful orders will display a Thank You page with your order number and confirmation immediately after completing your order.
A confirmation email with your order number, invoice and details will also be sent. This should come through within an hour, but sometimes can go to your spam - so please check your junk to make sure if you haven’t received a confirmation.
If you haven’t seen or received either of these, please contact our friendly customer service team via live chat, DM or email to check your order status for you.
Currency conversion means you pay and order your items in your country's native currency, which means no conversion fees!
The currencies supported via our multi-currency gateway are:
Australian Dollar (AUD) (this is our default currency)*
United States Dollar (USD)
Canadian Dollar (CAD)
Pound Sterling (GBP)
Hong Kong Dollar (HKD)
Japanese Yen (JPY)
New Zealand Dollar (NZD)
Singapore Dollar (SGD)
*if you don’t see your currency above, the total order amount will appear in our default currency at checkout; AUD. However, don't be alarmed as it will convert to your usual currency as it will state in your bank account. This means, you will still get charged in your usual currency after payment but will the website will state the dollar amount in AUD at checkout.